Idea delivers customized, world-class Service Desk support using procedures based on internationally recognized standards including ITIL, HDI and ISO 20000. Idea employs best practices in:
- Incident and Problem Management
- Knowledge Management
- Analyst Training
- Metrics Analysis and Reporting
- Contact Center Operations
- Multilingual Support
Each Idea Service Desk is tailored to our clients' unique business and service requirements to ensure the highest possible levels of Customer satisfaction.
Idea’s Service Desk solutions can be delivered from your site or our global solutions centers.
Service Desk Support
- Packaged/COTS software and applications
- Microsoft Office
- Microsoft Outlook and Lotus Notes
- Proprietary applications including mainframe, mid-range and web-based
- All major operating systems
- Desktops, laptops and mobile devices
- Low-cost support option for out-of-hours
- Multilingual support services
Service Desk Assessment
- Idea and industry best practice benchmarking
- Customer service improvement
- Service Desk operations improvement
- Service Desk consolidation
Customer Support
- Product technical support
- Customer care
- Inbound/Outbound support
- Warranty claims administration
- Dealer services
- Clinical trials